FAQs
Frequently Asked Questions
Orders
How do I place an order?
Simply choose the product you want, select your size and color, add it to your cart, and complete checkout.
After your order is placed, you will receive an order confirmation email.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible at support@shopherothread.com.
We will do our best to help, but once an order has been processed or shipped, we may no longer be able to make changes or cancel the order.
I entered the wrong shipping address. What should I do?
Please contact us immediately at support@shopherothread.com with your order number and the correct shipping address.
If your order has not yet been processed or shipped, we will do our best to update it. Once the order has been shipped, we cannot guarantee that the address can be changed.
Shipping
How long does shipping take?
Please allow 2 to 3 business days for your order to be prepared, packed, and processed before shipment.
Estimated delivery times:
🇺🇸 United States: 6 to 10 business days
🇬🇧 United Kingdom: 6 to 10 business days
🇦🇺 Australia: 6 to 12 business days
🇨🇦 Canada: 8 to 12 business days
🇳🇿 New Zealand: 6 to 10 business days
🌍 Rest of the world: 7 to 18 business days
Delivery times are estimates and may vary depending on your location, courier delays, customs, weather, or other factors outside of our control.
When will I receive my tracking number?
Your tracking link may be sent while your order is still being processed.
If tracking does not update right away, please allow some time for the carrier to scan and update the package in their system.
Why is my tracking not updating?
Tracking updates may take time to appear after your tracking link is created.
This usually means your order is still being processed, waiting for a carrier scan, or moving between shipping facilities.
Do you ship internationally?
Yes, we ship to multiple countries worldwide.
Shipping times may vary depending on your location and local customs processing.
Products & Sizing
How do I choose the right size?
Please refer to the size chart on the product page before placing your order.
We recommend checking your measurements carefully to make sure you choose the best fit.
What if I ordered the wrong size?
If you ordered the wrong size, please contact us at support@shopherothread.com as soon as possible.
Please note that refunds are generally only issued for verified cases such as damaged, defective, or incorrect items received. For sizing concerns, our team will review your situation and do our best to help.
Are the colors exactly the same as the photos?
Yes.
Returns & Refunds
What is your refund policy?
Refunds are only issued in verified cases such as:
Damaged products
Defective products
Incorrect items received
If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery at support@shopherothread.com.
What do I need to provide for a refund or replacement?
Please email us with:
Your order number
A clear description of the issue
Photo or video evidence of the damaged, defective, or incorrect item
If approved, we will provide a replacement or full refund at no additional cost.
Do you accept returns for change of mind?
We do not offer refunds for change of mind, buyer’s remorse, incorrect sizing selected by the customer, or failure to read the product description before purchasing.
What about European Union customers?
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason.
To be eligible, the item must be unused, unworn, and in its original packaging. Proof of purchase is required, and customers are responsible for return shipping costs.
Payments
What payment methods do you accept?
Available payment methods will be shown at checkout.
Payments are processed securely through Shopify and our payment providers.
Is my payment information secure?
Yes. Payments are processed securely through Shopify and trusted payment providers.
We do not directly store your full credit card details.
Brand & Legal
Is Hero Thread officially affiliated with Marvel, Spider-Man, Disney, or Sony?
No. Hero Thread is an independent fan-inspired apparel store.
We are not affiliated with, endorsed by, sponsored by, or officially connected to Marvel, Spider-Man, Disney, Sony, or any related brands.
All trademarks, logos, characters, and product names belong to their respective owners.
Contact
How can I contact customer support?
You can contact us anytime at:
Please include your order number if your question is about an existing order.